Virtual Customer Contact Center, Bilingual (French - English), Full Time Permanent

Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects. Advises customers on lending/credit strategies and products that meet their objectives. Fulfills sales and service activities for the customer in accordance with approved procedures. Identifies and makes referrals to other business groups as needed.

• Maintains the confidentiality of customer and Bank information.
• Integrates marketing promotions and programs into customer conversations when appropriate.
• Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations in a professional manner.
• Probes to understand customer needs and provides advice related to personal banking and lending strategies in the best interests of the customer.
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Escalates complex or unresolved customer situations to managers as required.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions.
• Broader work or accountabilities may be assigned as needed.
• Manages all transactional outcomes of customer calls or refers to appropriate internal business groups.
• Completes standardized tasks under supervision.
• Performs any required activities to ensure customer’s requests are accurately processed.
• Performs initial problem solving within given rules/limits & escalates when required.

Qualifications:

• Organization skills - Basic (in business environment).Collaboration & team skills - Basic (in business environment).
• Knowledge of contact centre operational processes and policies.
• Knowledge of personal banking products.
• Verbal & written communication skills - Basic (in business environment).
• High school diploma or equivalent work experience.
• Basic knowledge learned on the job.
• Knowledge of call centre technology, processes and metrics.
• Knowledge of competitive marketplace and trends in product offerings.

We’re here to help
At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.
As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.
To find out more visit us at https://jobs.bmo.com/ca/en
BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.
Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.